Summary of travel agency's first half of 2019

I sincerely and sincerely thank every leader of the Ministry of Social Affairs for calling me from the front line of the battlefield, which is still smokeless but still war-torn. I wiped away the dirt and sweat from my face, that is, from this year, apart from some sporadic troubles, I officially rarely worry about the affairs of the team and the affairs of the department . Not too busy, the mouth and hands are much idle, but the brain still moves uncontrollably: the images of these years slowly emerge like a feature film. I have been feeling unwell since the beginning of the year, that is, from this year on, the health condition has been gradually weakened by people, and my heart and lungs have problems. Maybe the heart has jumped for sixty years, and I seem to want to take a break from time to time; the lungs also want to rest and rest, if they walk faster, or in a word, they feel that breathing can't keep falling. These can all be geriatric! Somehow, have you really reached the point where you are premature? I remember that a few years ago, in response to Zhu’s request for a manuscript, I wrote a graffiti of “filial piety and responsibility”, which was painted in a random way: “One day, we will grow old, sparse hair, face The wrinkles, the camel's back, the hardships. The former face, the talent of the past, the past scenery, like a cloud of smoke left in the heart is only a short phantom." These two years, my daughter has already established a family and began to live When I was a child, I suddenly climbed to the next level. It seems that it is really getting old. It’s really the sunset that is moving in the direction of the horizon. Oh, I wondered that the memoirs are so brewing.

This year, the Ministry of Social Affairs let me be responsible for after-sales service To be honest, the after-sales service in the travel service industry has not heard much. I really don't know where to start. The Ministry of Social Affairs did not issue tasks and indicators, nor did it have any supervision or urging. You can know for yourself that trust and responsibility are on your shoulders. When we were young, we didn’t know anything. We know more now. Where did you come from? That is learning, learning to know everything. If you don't know, you can learn. If you don't know, you can understand that you have to make a plan for your work. You have to make a plan. It is a mistake. Learning is definitely good. A review of the considerable amount of after-sales service related articles and theoretical knowledge of after-sales service. Slowly have a preliminary understanding and clear understanding of after-sales service. My personal understanding, the core of travel after-sales service should include two aspects: 1) improve service quality and maintain the company's excellent brand 2) expand the scope of services to maintain or extend customer loyalty. The after-sales service should be carried out in conjunction with the relevant departments in the above two aspects. To improve the quality of service, we must understand the customer's satisfaction with the quality of service; to expand the scope of service, we must know the customer's acceptance of the existing service scope. Clearly understand the core content of after-sales service, the next step is to follow the words of Lao Tzu, Lao Tzu said: "It is difficult to do things in the world, it must be done in the easy; the world is going to be fine." The biggest thing is to know the satisfaction of the guests throughout the tour, including: tour itinerary, hardware arrangement, software service. The easiest way to communicate is from the opinions of the guests. In this way, the work thread is found. From the drafting of the tourist information feedback form of the first draft to the final feedback of the final draft of the draft, there have been seven drafts in advance, in order to consider the issues that must be paid attention to in all aspects as far as possible. it is good,. The after-sales service department received the guidance from the company's leaders on the work and received strong support from the brother departments . Xiao Wei of the office helped me the most: from the beginning of the design consultation questionnaire, I got a lot of advice and help from Xiao Wei. On March 11th, Xiao Wei also wrote about a thousand words, for the future of the after-sales service department. The work puts forward suggestions for valuable advice. I would like to take this opportunity to express my sincere gratitude to the leaders of the Ministry of Social Affairs and to the assistance of the brothers. I would like to express my sincere gratitude to Xiao Wei. Thank you for helping the after-sales service department from different angles. With the help of everyone, the work of the after-sales service department can be smoothly carried out.

According to the arrangement of the Ministry of Social Affairs, the after-sales service department mainly consults the members of the company's individual customer group for their opinions and suggestions on the itinerary and the tour process. The guests from other departments of the Ministry of Social Affairs are controlled and understood by the departments and the salesmen. In the first half of the year, the after-sales service department conducted a random consultation on 69 visitors from 42 batches of 1729 tourists. The number of consultations accounted for 3.99% of the number of tourists. During the conversation with the tourists, we can feel that the company's after-sales service consultation made the invited customers look at Jiangsu Kanghui. A consultation call invisibly enhanced the company's external image from one side. The consultation also revolves around the three aspects of the itinerary, hardware arrangement and software service. Our visitors come from different industries, different classes and different ages. For each individual, his/her longing for the tour has a big difference in the purpose of the tour and the requirements for the tour. To make the guests from all levels satisfied, this is indeed a matter of hard work. In order to successfully complete all the tasks of a team, the process of completing the entire travel itinerary depends on a team, relying on a united team, like a relay to be delivered in a great way. Judging from the feedback from the 69-member consultation, the visitors of our self-organized group of passengers are basically satisfied with the itinerary. Visitors appreciate the vast majority of our tour guide's software services. The following is the satisfaction of the tourists in the after-sales service department on the three aspects of the itinerary, hardware arrangement and software service. The information shown in the following data sheets is the evaluation of the overall tour itinerary by 69 people in 42 batches:

a) Tourist satisfaction score

Visitors’ comprehensive evaluation of the itinerary

77.80 89.68

2) Visitors' satisfaction scores for each individual arrangement

Itinerary tour car hotel service attractions tour dining service travel service group standard service

77.80 74.85 62.80 89.63 68.60 90.50 90.50 90.50

The above two items show the average scores of the 69 average visitors from the 42 batches of self-organized teams based on their own overall ratings of the itinerary and tour guide services. From the score sheet, we can roughly see the results of our work and the efforts to improve our future work.

3) The enthusiasm of self-organized individual passengers on the tour route in the first half of the year:

Line name Zhejiang ancient town Zhejiang Hangzhou Tour Xiangyang Tianmu Lake Suzhou ancient town Jiangsu Yangzhou tour

Total group 14 11 3 3 3

Number of participants 713 342 172 136 99

Line name Ueno Zoo Capital Beijing Tour Wuxi and Lingshan Shengdi Jinggangshan Ningtangshan Hot Spring

Total group 2 2 2 1 1

Number of participants 86 91 42 31 17

d) The number of days visitors choose to visit

Tour Days Day Tour 2 Day Tour 4 Day Tour 5 Day Tour 6 Day Tour

Number of tours 22 17 1 1 1

Number of visitors 851 756 31 38 52

5) Visitors' preferences for travel styles

Travel mode, one-on-one round-trip two-bedroom tour bus

Tour Lot 1 2&n

Bsp;39

Number of visitors 38 84 1607

The last three statistical tables shown above are the subsidiary statistics produced during the first half of the year. These information materials help the relevant brother departments to play an auxiliary reference role in the design of future travel routes, the selection of hardware partners, and the improvement of software services. This information may be a little helpful and helpful for future sales. Another item in the statistics is the tourist's future plans. The information that was learned was reported to the relevant brother department in the first time. These affiliated information should play a positive role in the design of the line and the promotion of the line. At the same time as the user's comments and suggestions on the tour were e-mailed by mail, the "Guests' Box" was added to the website of the Ministry of Social Affairs with the assistance of the computer department. The main purpose of the suggestion box is to enable some visitors to express their opinions and suggestions through the Internet. This also reflects the wide range of opinions and voices in different directions and angles to continuously supervise and improve our future work. The work of the after-sales service department has just started, there are still many future work, and creation and improvement are still multi-faceted. I believe: as long as we study hard and continue to learn, under the guidance of the leaders of the Ministry of Social Affairs, with the support of the brothers, the after-sales service will certainly be done.